Laura Morrell

Monitor and document drug testing procedures for oral fluid, blood, and nail clipping samples, ensuring compliance with healthcare and regulatory standards.

Manage scheduling and logistical coordination for 70 to 100 clients per week, primarily medical professionals across the U.S., requiring both virtual and in-person specimen collections.

Assign participants to nearby certified collection sites based on test type, urgency, and geographic location.

Ensure chain-of-custody integrity by verifying identity, recording detailed test documentation, and following strict confidentiality protocols.

Communicate with clients, collection sites, and laboratories to resolve issues and provide ongoing support throughout the testing process.

Maintained high volume of calls and met demands of busy and productive group.

Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.

Reconciled city and Linehaul drivers, Routed LTL carrier freight to outbound carrier base. Tracked and traced shipments, confirmed departure, arrivals and PODs as specified by Customer Standard Operating Procedures. Took in LTL drivers and commands from security and allocated doors to the operation. Verified carrier paperwork inbound against load sheets. Created a positive work environment for my other colleagues. Assisted with the training of new hires and implemented withstanding procedures.

Collaborated with cross-functional teams to identify and resolve recurring product issues. Actively participated in team meetings, sharing insights on best practices and potential improvements.

Created, prepared, and delivered reports to various departments.

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Developed strong product knowledge to provide informed recommendations based on individual customer needs.

Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Responded to customer requests for products, services, and company information.

Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

Assisted customers in navigating company website and placing online orders, improving overall user experience.

Provided coaching and mentoring to new hires, contributing to their successful integration into the team.

Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.

Participated in training programs to enhance product knowledge and customer service skills.

Developed feedback system for customers to share their service experience, leading to actionable improvements.

Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.

Trained new Customer Service Representatives on company policies, procedures, and best practices.

Followed up with customers about resolved issues to maintain high standards of customer service.

Continually strive to achieve financial targets through the delivery of exceptional client service as measured by the Employee Progress Report Ensure all negotiable items are accurately balanced in the Point-of-Sale System and safeguarded over 50,000 dollars in corporate assets Reported all cash discrepancies as per Cash Over/Short Incident Reporting Policy Review and understand various reporting statements on the financial board Attend and participate in monthly store meetings Adhere to all approval limits/turndown policies and procedures Ensure accurate data entry for all transactions as measured by the Client File Audit (95% or higher) Adhere to opening and closing procedures as outlined in Cash Money's policies and procedures Participate in the planning and execution of local store marketing initiatives, both internally and externally Maintain store debt levels through the contribution to cheque cashing collection activities as necessary and responsible lending practices.

Assisted and trained cashiers in sales techniques, providing excellent customer service, problem solving and daily cash balancing operations Determined appropriate objectives for all employees and ensured adherence to all policies and procedures Assisted in balancing cash drawers and store safe Maintained and managed work floor of 5-10 employees Assisted with daily store opening and closing procedures Responsible for coordinating/scheduling cashiers and making sure peak times were properly staffed Maintained record of all registered cash transactions and balancing cash drawers of for staff.

Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers.

Enhanced team productivity by delegating tasks and setting clear goals for cashier staff members.

Built positive relationships with customers to increase repeat business.

Provide administrative support to HR, with 5 direct reports, in addition to supporting an office of over 150 staff members and four multi-site locations; demonstrated ability to improvise, improve procedures and meet demanding deadlines Coordinate corporate luncheons and develop presentation for meetings and special events Managed and maintain calendars for Human Resources, VP's, Operations Manager and Office Executives Organize the details of special events, travel arrangements, corporate agendas and itineraries Assist Human Resources in filing and processing the documentation of new hires Liaison with clients, vendors, and building maintenance and security Direct business relations and distribution of company literature to stimulate client interest and sales leads Manage capital purchases, direct vendor relations, generate and maintain equipment tracking records Track and maintain weekly attendance and annual vacation records for over 150 departmental employees Work directly with managers on weekly postings and master reports to facilitate with oversight for all aspects of composition, editing, and preparation of final copy from draft to distribution Liaison between senior management, employees, and clients to ensure proper lines of communication critical in addressing a myriad of problems and issues requiring immediate attention and resolve Collaborate extensively with external auditors, providing in-depth assistance with periodic corporate audits.